Contact: Contact Page

Welcome to the Contact Page in Outbound by Enreach. 

Here you contact Leads in Campaigns, and process the results.

Read through the article, or click a link below to get started.

In this article:

• The Dialer
  
  • Schedule Redial
  • Call Transfer
• Lead Master Data
• Result Data
  
  • Schedule Appointment
• Manuscript, Chat, Inbound, Settings

The Dialer 

When you enter the Contact Page from the Navigation Page, you will see a big green phone icon that says Dial.

Click to begin dialling Leads.

Once you begin dialling Leads your screen will be populated with the Lead Master Data to the left, space to enter the Result Data in the middle, and the Outbound by Enreach Dialer to the right. This is the default layout and can be changed in the customisation settings. 

At the top of the Dialer will be the Lead status, Lead ID, and the Lead phone number. If Call Preview is enabled, a countdown will show how long you have until the Lead is called.

The Dialer has several options for calling your Lead:

• Dial Lead Now will call the Lead
• Dial Next Number will call the next available number if the Lead has several phone numbers
• Save & Next should be clicked after each call. Save & Next will save the outcome of the call, and release the Lead to Admin or other Agents. If Save & Next is not clicked after a call, the the call will be recorded as unresolved. Unresolved Leads are abandoned after seven days
• Voicemail should be clicked this if the call went to voicemail
• Not Interested will record the outcome of the call as Not Interested 
• Dial Pad will expands the numerical Dial Pad, and is useful if you have to select from a number of options to continue the call
• E-Mail will allow you to send an E-Mail to the Lead. A separate window will open where you can select a Template, adjust the settings and edit the E-Mail body
• SMS will allow you to send an SMS to the Lead. A separate window will open where you can send an SMS based on the SMS Template configured in the Campaign Edit page
• Stop After This Lead will end the session after the dialling the current Lead
• Start Rec will start recording the conversation. Configure how the conversation is recorded in the Campaign Edit page
• Transfer Call will allow you to transfer the call. Read more about this here
• Mute will mute the call so the Lead can't hear your conversation.

Schedule Redial

Directly below the Dialer are options for scheduling a redial to the Lead. This is a useful option if the Lead is busy, but would like to resume the conversation another time.

First, decide the type of Redial:

• VIP Redial: This will connect the Redial to the same Agent: VIP Redials should be used with caution, as the Redial will be connected to the Agent regardless of whether the Agent is working on the same Campaign, or the Campaign is active. VIP Redials don't expire, but can be released to other agents. This is configured in the Dialer Settings of the Edit Campaign page. 
• Private Redial: This will connect the Lead to any available Agent, at a specific time. Only the Agent who configured the Private Redial and the Administrator will be able to access or edit the Lead. In the Dialer Settings of the Edit Campaign page, it is possible to set a Lead Release time: if a Private Redial is released, then the Lead ownership changes, but it does not lose its status as Private Redial.
• Common Redial: This will be connected to any available Agent, and has a higher priority than unprocessed Leads. 

Next, set a Redial date and time. 

Expand the Redial date and time drop-down menu to select a redial time anywhere between 2 minutes and 6 months. 

If you'd prefer to schedule a redial at another time, choose Select time, and enter the date and time in the boxes.

Under Redial Interval, set the time period in which the redial will take place. Redial date and time must be within the Redial interval for the call to be compatible. If it isn't, you will see a warning message stating that the redial time is outside of the redial interval.

If the Lead would prefer to be contacted on another number, enter it under Alternative Phone Number. 
Once the number is entered, click the phone icon to dial the number now, or check the Overwrite phone number box to make this the Lead's primary number. 

Call Transfer

If you have Feature Permission (Access to Call Transfer, and Access to Hot Call Transfer), you will be able to transfer a call to others in your Organisation, or to dial a new number to connect to the Lead.

After clicking Transfer Call on the Dialer, you will see two new options at the top of the screen:

Click the green circle to the left to disconnect the Lead. This is useful if the Lead decides they don't want to wait while being transferred. 

Once the Lead is disconnected you can configure the Lead status, and move on to the next Lead. 

Click the green people icon to the right to expand a transfer menu of numbers to transfer the Lead to. 

Click Dial Number to enter a number manually, choose from the Phonebook, or choose to transfer directly to another Agent. 

Agents with a green circle next to their name have an active Agent line, and are available to receive a call transfer.

Phone numbers can be configured by an Administrator by going to Administration, then Projects, then Call Transfer Phone Book. 

If you choose to transfer to an Agent, they will receive a notification in the top menu that a call is waiting. 

If the Agent is in an active call, they must first resolve the call before answering the transferred call with the Pick up button. 

When you have selected or dialled a number from the transfer menu, you will have the option to transfer the call cold or hot. 

• The grey button will transfer a call Cold: This means that the Lead will be transferred directly to the third party number, and the Agent can set the Lead Status to Transferred, and move on to the next Lead. 
• The green phone button will transfer a call Hot: This means that the Lead will be placed on hold while the Agent speaks to the third party. The Agent will then decide whether to transfer the Lead directly, or return to the Lead.

When transferred to the third party, you can switch back to the Lead by clicking the grey middle icon, highlighted below. This will place the other party on hold.

Lead Master Data

In the left side of the Contact Page is all the Lead Master Data.

Here you can view all of the available data about the current Lead.

Switch between tabs to view the Purpose.

Here you can see the Purpose of the Campaign, a short description that can be configured on the Edit Campaign page.

Under Insights you can view a breakdown of call data in a session or the whole day. 

Under My Redials you can view a calendar of all your scheduled redials. Click Open My Redials to be taken to the My Redials page of Leads. 

Result Data

In the middle of the Contact Page is all the Result Data.

Here you enter all of the answers given to you by the Lead.

The options shown will differ depending on which Campaign Template is used by the Campaign, and what Result Data you need to gather. Result Data Fields can be configured in the Campaign Template. 

Lead Log and Recent Leads

Under Lead Log you can view all previous calls to the Lead you are currently connected to, including when they took place and who spoke to them.

Under Recent Leads you view all of the Lead Data of the previous Leads called in this session. 

Schedule Appointment 

If you need to be able to schedule appointments with Leads you can create a Calendar and integrate it in the Result Data.

After creating a Calendar and building a campaign template for booking you can start using appointment booking on the contact page. If you entered the Booking Entry ID among your Result Data Fields, you will see a new button: 

Manuscript, Chat, Inbound, Settings

In the Contact Page there are several extra options for Agents to work with.

If the Campaign has a manuscript, click Manuscripts in the bottom left of the page, and the Campaign Manuscript will expand. Agents can use this as a conversation guide with Leads.

Manuscripts can be configured in the Edit Campaign page. 

In the top right of the Contact page is a small icon menu.

• Click the chat icon to expand the internal chat function. Here, Agents can send instant messages to other Users in their Teams.
• The phone icon lets you know how many active inbound calls you are receiving.
• Click the exclamation point icon (!) to record any technical difficulties with the call, such as the call being disconnected, or being unable to hear the Lead. This feature can be enabled by Enreach Support whenever you are experiencing ongoing issues with calls, making it easier for you to provide examples to investigate with.
• Click the cog to customise the Contact page.

Under Colour Theme, choose the Contact page colour scheme. 

Under Data View Mode, toggle between Enabled and Disabled to change the Lead Master Data view on the Contact page.
Switch between Standard to display the Lead Master Data in a list, Centered to center the Data, and Compact to display it compactly, without the need for scrolling. 

Toggle between Enabled and Disabled to allow Users to make a change. 

Click Save to save your customisation, or Cancel to exit without saving. 

To leave the Contact Page at any point, click the Outbound by Enreach icon in the top left to return to the home page.